Customer Operations and Analytics Manager

New York City

The Manager of Customer Operations and Analytics plays a unique role within the greater Go-to-Market Operations team. This person will be responsible for the oversight of day-to-day activities, as well as taking on strategic initiatives and projects in helping maintain and evolve data, processes, and systems that define our customer relationships. This person will be a key partner for our Customer Success organization. The role requires excellent organizational skills, as well as an excellent attention-to-detail.

Main Responsibilities

  • Leverage technologies and tools to develop workflows to understand and communicate with our customers
  • Own the rollout of new tools and reports including how-to guides and enablement materials post-launch
  • Serve as an authoritative resource on standard metrics, methodologies and domain knowledge for the Customer Success organization.
  • Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation and mitigation
  • Extract and analyze large data sets to deliver meaningful insights around retention and expansion, and proactively report on trends and suggestions for improvement
  • Partner with internal teams to develop dashboard roadmaps and define analytical insights with associated capabilities
  • Leveraging large amounts of account and customer data make recommendations on ideal customer journeys
  • Support the Customer Success Organization with data and analysis as needed

Requirements

  • 3-5 years of hands-on Customer Operations, Customer Success or Sales Operations
  • Prior experience in Analytics or comparable rogle
  • Strong analytical skills and fluency in Excel, Gainight (or similar), Salesforce, Tableau (or similar)
  • Excellent organizational, project management, and communication skills
  • Ability to thrive in a fast-paced, team-oriented environment
  • Proven success collaborating with cross-functional stakeholders

Bonus points if

  • Experience with advanced database segmentation
  • SQL or NoSQL Experience
  • Prior reporting experience in Eloqua or other marketing automation platform(s)
  • Experience with Segment or APIs

Main Responsibilities

  • Leverage technologies and tools to develop workflows to understand and communicate with our customers
  • Own the rollout of new tools and reports including how-to guides and enablement materials post-launch
  • Serve as an authoritative resource on standard metrics, methodologies and domain knowledge for the Customer Success organization
  • Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation and mitigation
  • Extract and analyze large data sets to deliver meaningful insights around retention and expansion, and proactively report on trends and suggestions for improvement
  • Partner with internal teams to develop dashboard roadmaps and define analytical insights with associated capabilities
  • Leveraging large amounts of account and customer data make recommendations on ideal customer journeys
  • Support the Customer Success Organization with data and analysis as needed

Requirements

  • 3-5 years of hands-on Customer Operations, Customer Success or Sales Operations
  • Prior experience in Analytics or comparable role
  • Strong analytical skills and fluency in Excel, Gainsight (or similar), Salesforce, Tableau (or similar)
  • Excellent organizational, project management, and communication skills
  • Ability to thrive in a fast-paced, team-oriented environment
  • Proven success collaborating with cross-functional stakeholders

Bonus points if

  • Experience with advanced database segmentation
  • SQL or NoSQL Experience
  • Prior reporting experience in Eloqua or other marketing automation platform(s)
  • Experience with Segment or APIs

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